Sr. Quality Evaluator
Concentrix
Date: 13 hours ago
City: Cebu City
Contract type: Full time
Job Title:
Sr. Quality Evaluator
Job Description
The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
PHL Cebu City - Cebu Exchange Tower, Salinas Drive, Cebu IT Park, Lahug
Language Requirements:
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
R1661312
Sr. Quality Evaluator
Job Description
The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
- Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
- Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
PHL Cebu City - Cebu Exchange Tower, Salinas Drive, Cebu IT Park, Lahug
Language Requirements:
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
R1661312
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Executive VA
TalentPop App,
Cebu City
7 hours ago
TalentPop A Partner in Executive SuccessYour mission is simple seamless support for our leadersTalentPop is a fast-growing e-commerce enabler focused on helping businesses succeed. We need a dynamic Executive Virtual Assistant to provide high-level remote support to our executives. This role is ideal for an organized self-starter who thrives in a virtual environment.What You Will DoYou are the remote anchor...
Virtual Construction Bookkeeper
Parity,
Cebu City
3 days ago
Parity HomesVirtual Construction BookkeeperKeep the Numbers Behind the Build AlignedWe're seeking a detail-oriented Virtual Construction Bookkeeper to join our remote team. You'll ensure accuracy in our financial records, support leadership with timely reports, and help keep projects on track. Our small but ambitious construction firm values craftsmanship, transparency, and trust--and your precision will help uphold those standards in every invoice,...
Domestic Marketing Exec Busn Assoc - T2
NUSTAR Resort,
Cebu City
6 days ago
DepartmentDomestic Marketing Team 2Employee TypeProbationaryJob ResponsibilitiesExpected to have good rapport with the team members and management team of the organization. Building patron loyalty and good will on behalf of her company; and ultimately, Executive Host duties will help the organization increase in revenue generation. Ensure patrons feel welcomed and comfortable, leading to the patrons taking more interest in the organization....
